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3 ways your digital experience is lacking—and how to fix it

Delivering an exceptional digital experience at scale is still a challenge for many enterprises. This continued weakness can cost organizations and employees millions in lost productivity due to IT downtime and frequent employee turnover. As companies continue to adapt to a distributed workforce and changing economic and geopolitical conditions, inadequate IT provisions can bring the entire organization down.

To secure business continuity, retain quality employees and attract top talent, it’s time for business leaders to prioritize providing class-leading digital experiences.

Everyone needs to be a leader in digital employee experience (DEX).From rank and file employees to C-suite and IT executives– to Have a clear understanding of the pros and cons of the tech stack at work. “Too often, there’s a dissonance between how employees, IT, and executive leadership perceive their tech stack,” says David Kyle, CEO of Lakeside Software, an industry leader in DEX management. “Executives are overconfident in their tech stacks, while IT is often frustrated by a lack of transparency into issues. Employees, meanwhile, find themselves disempowered or actively disrupted by their DEX environment.

As expected, there are several ways organizations can identify their DEX problems and fix them. Here are three common ways digital employee experiences often fall short and strategies to improve them:

  1. Lack of executive buy-in
    Lack of institutional buy-in is one of the most common factors associated with a lack of DEX maturity. Research conducted by Lakeside found this out Only 20% are executives It is felt that improving the DEX should be an organizational prioritycompared to 52% of employees. Insufficient budget, lack of organizational visibility, and concerns about data security and privacy supporting employees in multiple environments are the highest-ranking limiting factors for DEX development. Other factors include staff resistance to change and the lack of an enterprise-wide strategy for the digital experience. These factors prevent IT teams from seeing the full picture and understanding the diverse needs of all stakeholders, making it difficult to convince the C-suite and management to invest in the improvements they need.
    To correct this problem, IT departments must emphasize how organizational health depends on high-quality DEX. A strong DEX delivers high performance across multiple dimensions in the enterprise. For one, employees rank the quality of an employer’s tech stack highly when deciding whether to work with a future employer (61%) and stay with a current employer (54%). A high-quality tech stack that meets employee needs and is well supported by the IT department leads to higher rates of employee retention and satisfaction. It makes the organization more attractive to potential employees by demonstrating modernity, agility and the ability to support a distributed workforce at scale.

    Executives and employees cite higher employee engagement and productivity as key benefits of a DEX investment. Executives can look forward to enhanced business agility, lower costs and more substantial revenue growth if they invest in DEX.

  2. Wrong technical resources
    Many employees feel they have the wrong technology resources and that their tech stack is actively hindering productivity. On average, employees feel they are performing at 60% of their potential thanks to their digital tools and infrastructure. Many believe that having the right digital tools can increase their productivity by 20%. Providing IT that works for IT and C-suite employees requires developing a subjective understanding of employee wants and needs.

    One way to ensure your tech stack meets employee expectations is to conduct regular enterprise-wide surveys that evaluate employee satisfaction with technology. Quarterly or bi-annual surveys can provide the insight and feedback necessary to develop a strong DEX strategy in the C-suite and IT departments. Through these surveys, IT leaders can clearly explain their employees’ problems to the C-suite and how these problems are harming the organization as a whole.

  3. Understaffed or under-resourced IT departments
    Employees report losing about an hour of work per week due to IT downtime, which, over time, can spread across large organizations and result in millions of dollars and lost hours. This is because employees underreport IT incidentsOften solving them aloneBecause of the perceived (and often real) lack of IT resources available to help. As organizations invest in more digital solutions to support distributed workforces and hybrid work environments, IT departments are struggling to keep up with increased demand. Shadow IT (use of unapproved tech equipment) used by employees, reliance on cloud services, and connectivity issues with home and VPN networks are major contributors to the increased need for IT support.

To ensure less employee downtime and more uptime, enterprises should focus on creating a resilient IT environment by maximizing IT resources. Resilient IT departments are more proactive than reactive, monitoring and managing IT assets and endpoints to identify and address weaknesses before business continuity and employee productivity are compromised. These IT departments also use predictive analytics to better anticipate where and how threats will appear later.

Less than half (45%) of companies surveyed by Lakeside have successfully implemented predictive analytics, and even fewer (38%) see it as a high-value priority for their organizations. According to McKinseyBuilding a resilient IT department requires inculcating a few key principles in an IT organization:

  • Identify root causes and patterns in anomaly events to understand the source of persistent outages and problems and create ways to correct them
  • Adopt automation and cross-departmental integration to modernize and monitor existing customer-facing processes
  • Accelerate incident response with better communication networks and processes to reduce the frequency, severity and impact of safety incidents
  • Minimize the risk of repeat incidents by promptly implementing recommendations suggested by problem management teams after an incident

A superior digital employee experience increases employee productivity, retention and satisfaction And Supports the industry by providing the tools necessary to maintain business continuity in an increasingly chaotic landscape. Companies that invest in their DEX will see it pay dividends across the organization in the form of greater top and bottom line growth, greater agility, lower costs and improved customer service.


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